Team Leader, Customer Support
New
R
Rocket MoneyFinancial technology
Remote (US), Tuesday - Saturday (9am - 5pm in Central Time Zone)Full-TimeLead
SalarySalary range of $60,000 - $75,000 + bonus + benefits
Apply NowOpens the employer's application page
Job Details
- Experience
- 3+ years of experience in customer service or a closely related field
- Required Skills
- Customer serviceLooker
Requirements
- Have 3+ years of experience in customer service or a closely related field.
- Have demonstrated experience in a leadership or team lead capacity.
- Experience managing five or more direct reports is preferred.
- A background in a B2C technology company is preferred.
- Familiarity with Looker or similar data reporting tools is preferred.
- Experience using Intercom is preferred.
Responsibilities
- Coach team members in day-to-day support work and longer-term career development.
- Build expertise across Rocket Money products and serve as a resource for the team.
- Handle customer interactions directly when support volume requires it.
- Oversee incoming chat and email volume and adjust coverage to support timely responses.
- Support cross-functional escalations and advocate for team members when resolutions stall.
- Identify and champion process improvements that enhance the customer experience.
- Give team members actionable feedback through regular one-on-ones.
- Bring frontline customer insights to relevant teams to inform product development.
- Review Looker dashboards to track team performance against department goals.
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